Useful information

We want you to be totally happy with our phone and broadband services – even the things that are beyond our control. So we’ve compiled a list of information we think you may find useful.

Phone faults

Whilst we’ll do everything to make sure you enjoy an uninterrupted telephone service there may come a time when your phone line doesn’t work. If that time comes, we will work as hard as we can to get it up and running again as quickly as we can.

In order to get your service back up and running as quickly as possible you’ll need to do some checks to make sure the fault isn’t with your own equipment. The checks can be found in our "Talk - Guidance on telephone faults" PDF which you can access from the link below. You may wish to save it so that you’ll have them in future if there's a fault.

When a fault occurs it can be with your own equipment or wiring which is your own responsibility to maintain. If we send out an engineer to your property and the fault's not with our equipment, you could be charged for the visit

Once you’ve completed the checks or if you are having difficulty carrying out the checks and if there is still a fault, contact us on 0345 071 9627*.

Phone line services to help you

There are a number of companies and features for your phone line that can help with everything from preventing marketing calls to barring premium rate numbers from being called.

We offer a call barring service for premium rate numbers, as well as a number of other features. If you’re anxious about the amount of premium rate numbers called from your phone, we offer a call barring service to block calls to 0900-0909 numbers. If you want to use this service, or find out about other services we can offer, visit our call features page or call our Customer Services team on 0345 678 0054*.

PhonepayPlus is an industry funded regulatory body for all premium-rate charged telecommunications services. So if you find an unexpected premium rate number on your bill, you can contact PhonepayPlus to find out who they are.

Please note that PhonepayPlus do not deal with the charging of calls so cannot answer queries about costs.

If you'd rather not get any unsolicited telemarketing calls, register online with the Telephone Preference Service at www.tpsonline.org.uk or call 0845 070 0707. They also offer a service to help with marketing faxes too, called the Fax Preference Service, at www.fpsonline.org.uk or call 0845 070 0702.

What to do if you're unhappy

Sometimes problems happen and "a problem shared is a problem halved" or so the saying goes, but we don't believe in doing things by half! We prefer to think that any issue you may have, we can work with you to resolve it.

If you're unhappy with any service or contract you have with us, the first thing to do is let us know. Please phone us on:

0345 071 9890*

If you tell us you are not happy with the way we dealt with your enquiry or delivered a service, we'll do our best to sort things out immediately. If we cannot do this, we'll keep you informed about how long we expect to take to sort the matter out for you.

If you're still not satisfied, please ask to speak to a manager.

You'll get the same high level of attention if you prefer to get in touch by letter. Write to us explaining why you are unhappy and we'll do our best to reply to you within 10 working days of getting your letter. Here's the address:

talk/Broadband customer servicePO Box 230HavantPO9 9DT

We carefully monitor complaints so that we can avoid making the same mistakes again. If something does go wrong, we want you to tell us. Then we can put it right and make sure the same thing doesn't happen to someone else.

Independent dispute resolution

We are a member of 'Ombudsman services: Communications' (the Ombudsman). This is an independent dispute resolution service approved by the industry regulator for dealing with unresolved complaints from domestic or small business customers.

If you are still unhappy eight weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.

We may agree with you earlier than this that you can refer your complaint to the Ombudsman, if we cannot sort the matter out for you. In this case, we would issue a 'deadlock letter', which allows the Ombudsman to look at your complaint earlier than eight weeks after you have raised it with us.

SSE Electricity Limited is an appointed representative of SSE Home Services Limited. SSE Home Services Limited is authorised and regulated by the Financial Conduct Authority (FCA) under reference number 695476. You can check this on the Financial Services Register by visiting the FCA website.